Cisco CallManager 3.1 Integration

Integration Overview

Before performing the following integration steps, confirm that the Cisco Unity™ server is ready for the integration by completing the appropriate tasks in Chapters 1 through 3 of the Cisco Unity Installation Guide.

Integration Steps When Integrating with Cisco CallManager for the First Time

To set up a new integration with only Cisco CallManager, follow these steps.

1. Review the system and equipment requirements to confirm that all Cisco® CallManager and Cisco Unity™ system requirements have been met. See the "Requirements" section.

•Cisco licenses for all phone lines, IP phones, and other H.323-compliant devices or software (such as Cisco VirtualPhone and Microsoft NetMeeting clients) that will be connected to the network, as well as one license for each Cisco Unity port.

•IP phones for the CallManager extensions.

•A LAN connection in each location where you will plug an IP phone into the network.

Cisco Unity Server

•Cisco Unity version 3.0(1) or later, installed and ready for the integration as described in the Cisco Unity Installation Guide.

•A system key with the integration type set to "TAPI" and with the appropriate number of voice messaging ports enabled. If you are integrating Cisco Unity with two phone systems (Cisco CallManager and a second, non-IP phone system), the integration type on the system key must be set to "Multiple Integrations."

•A Cisco license for each Cisco Unity port.

Integration Description

The following illustration shows a full-featured Cisco Unity installation integrating with the Cisco Architecture for Voice, Video, and Integrated Data (AVVID) network.

Figure 1-1 Connections Between the Phone System and Cisco Unity

Some countries require a phone system between the public phone network and the gateway.

The following steps give an overview of the path an external call takes through the Cisco AVVID network.

1. When an external call arrives, the Cisco gateway sends the call over the LAN to the machine on which Cisco CallManager is installed.

2. For Cisco CallManager lines that are configured to route calls to Cisco Unity, CallManager routes the call to an available Cisco Unity extension.

3. Cisco Unity answers the call and plays the opening greeting.

4. During the opening greeting, the caller enters either the name of a subscriber or an extension, for example, 1234.

5. Cisco Unity notifies Cisco CallManager that it has a call for extension 1234.

6. At this point, the path of the call depends on whether Cisco Unity is set up to perform supervised transfers or release transfers.

Supervised transfers

While Cisco Unity holds the call, Cisco CallManager attempts to establish a connection with extension 1234.

•If the line is available, Cisco CallManager connects the call from Cisco Unity to extension 1234. Cisco CallManager and Cisco Unity drop out of the loop, and the call is connected directly from the Cisco gateway to extension 1234.

•If the line is busy or unanswered, Cisco CallManager gives that information to Cisco Unity, and Cisco Unity performs the operation the subscriber has specified, for example, it takes a message.

Release transfers(or blind transfers)

Cisco Unity passes the call to Cisco CallManager, and CallManager sends the call to extension 1234 without waiting to determine if the line is available. Then CallManager and Cisco Unity drop out of the loop. If Cisco Unity is set up to perform release transfers, and if you want Cisco Unity to take a message when a line is busy or unanswered, you must configure each phone to forward calls to Cisco Unity when the line is busy or unanswered.

Integration Features

The Cisco CallManager integration with Cisco Unity provides the following features:

Call forward to personal greeting

When an incoming call is routed to an unanswered or busy extension, the call is forwarded to the voice mail of the subscriber. The caller then hears the personal greeting of the subscriber and can leave a message.

Caller ID

Cisco Unity receives caller ID information from the phone system (if available). This information appears in the subject line of the message in the desktop messaging application.

Easy message access

A subscriber can retrieve messages without entering an ID. Cisco Unity identifies a subscriber based on the extension from which the call originated. A password may be required.

Identified subscriber messaging

Cisco Unity automatically identifies a subscriber who leaves a message during a forwarded internal call, based on the extension from which the call originated.

Message waiting indication

When a message is waiting for a subscriber, Cisco Unity notifies Cisco CallManager to activate the message waiting indicator (MWI) on the subscriber's extension.

Setting up Cisco CallManager

After Cisco CallManager software is installed, follow the procedures in this section to set up Cisco CallManager to work with Cisco Unity.

To add Voice Mail ports to Cisco CallManager

Add a Voice Mail port to Cisco CallManager for each port that you are connecting to Cisco Unity.

Caution Voice Mail ports and phones must be in the same calling search space, or the integration will not work.

Step 3 Click Create a New Cisco Voice Mail Server and Add Ports to It and click Next.

Step 4 Accept the default name (recommended) for the Voice Mail server or enter a different name with no more than nine characters, then click Next.

The default name (even if you do not use it) becomes part of the name for ports: <the Voice Mail port name>-VI. For example, the default Voice Mail port name is CiscoUM1, and the device name prefix for ports is CiscoUM1-VI. The device name prefix is used by the AV-Cisco service provider. For details, see Table 1-4.

Step 5 Enter the number of ports you want to add but not more than is enabled on the system key, then click Next.

Enables multitenant MWI notification. When set to True, CallManager uses any configured translation patterns to convert voice mail extensions into directory numbers when turning on or off an MWI.

VoiceMail

The extension that users call to access Cisco Unity. This is typically the extension number (Directory Number, in Cisco CallManager Administration) of the first Voice Mail port. If you specify an extension for VoiceMail, then users can call Cisco Unity by pressing the Messages button on their Cisco phones.

VoiceMailMaximumHopCount

Used together with "AdvancedCallForwardHopFlag," the maximum number of Voice Mail ports skipped to find the next available Voice Mail port. Specify a value that is twice the number of Cisco CallManager ports that are connected to the Cisco Unity server. For example, if you have a 48-port Cisco Unity system, enter 96 for this setting.

Step 5 Change or enter a setting, as appropriate.

Step 6 Click Update to save the setting.

Step 7 Repeat Steps 4 through 6 to specify the setting for the remaining parameters.

Step 8 Shut down and restart the Cisco CallManager server.

If the Cisco Unity server services multiple clusters of Cisco CallManager, perform the following procedure to enable MWIs to be activated on extensions in each cluster.

If you want to remap extension numbers (for example, when multiple subscribers use a single phone, or when multiple extension numbers on a single phone should go to a single subscriber greeting), see Appendix B, "Remapping Extension Numbers."

Setting up the Gateways Servicing Cisco Unity

In certain situations, DTMF digits are not recognized when processed through VoIP dial-peer gateways. To avoid this problem, certain gateways must be configured to enable DTMF relay. The DTMF relay feature is available in Cisco IOS software version 12.0(5) and later.

Cisco IOS software-based gateways that use H.245 out-of-band signaling must be configured to enable DTMF relay.

Enable dtmf-relay h245-alphanumeric on this dial-peer.

The Catalyst 6000 T1/PRI and FXS gateways enable DTMF relay by default and do not need additional configuration to enable this feature.

To enable DTMF relay

Step 1 On a VoIP dial-peer servicing Cisco Unity, use the following command:

dtmf-relay h245-alphanumeric

Step 2 Create a destination pattern that matches the Cisco CallManager Voice Mail port numbers. For example, if the system has Voice Mail ports 1001 through 1016, enter the dial-peer destination pattern 10xx.

While the Cisco Unity compact disc has the most recent version of the AV-Cisco service provider at the time of publication, new versions are released periodically. The most recent version of the AV-Cisco service provider is available through Cisco Connection Online (CCO) at http://www.cisco.com.

Step 6 When you are prompted to restart the server, remove the Cisco Unity disc from the CD-ROM drive, exit the Cisco Unity software, then restart the server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server."

Step 7 Continue with the next procedure.

To configure the AV-Cisco service provider

Step 1 Log on to Windows. The AV-Cisco Service Provider dialog box appears.

The IP addresses of backup Cisco CallManager servers, if any. Backup Cisco CallManager servers must be in the same cluster as the primary Cisco CallManager server.

CallManager Device List

A display-only list of the names of the Voice Mail ports that Cisco Unity looks for on the current Cisco CallManager server. This list is constructed by appending numbers starting with 1 to the setting of device name prefix.

The names in this list must exactly match the names of the Voice Mail ports in Cisco CallManager Administration. Otherwise, calls will not be correctly transferred to Cisco Unity.

Automatically Reconnect to the Primary CCM on Failover

A check box that enables Unity to reconnect to the primary Cisco CallManager after a failover is corrected.

If there is no secondary Cisco CallManager acting as a failover, uncheck this box.

Step 5 Repeat Steps 2 through 4 for each additional Cisco CallManager cluster that you want to link to Cisco Unity. Each IP address is the primary Cisco CallManager of a cluster.

Step 6 Click OK to close the AV-Cisco Service Provider Settings dialog box.

If the test succeeds, a message box displays the message "The test completed successfully." If the test fails, one of the error messages shown in the following table appears. Troubleshoot the problem as described in the "Comments" column, and repeat this step until the test succeeds. Then continue with Step 8.

Table 1-5 Error Messages from the Integration Test

Error Message

Comments

Pinging CallManager server (<IP address>) failed. Make sure the IP address is valid, the server is running, and the network connection is working.

No computers on the network have the IP address that you specified in Primary CallManager IP Address. Confirm that this address is valid. If the value is correct, or if the problem persists after you change the value, troubleshoot the problem as you would a network connectivity problem.

The voice device named <device name> does not respond to registration requests. Ensure that the device has been created in the CallManager database and that the device name prefix is correct.

Could not connect to the CallManager. Confirm that all Cisco services are started on the CallManager server.

The IP address that you specified in Primary CallManager IP Address is a valid address, but Cisco CallManager services are not running on that computer, possibly because Cisco CallManager is not installed on the server with that IP address. Confirm that this address is correct and that the Cisco CallManager services are running.

No wave devices were found on the system. The wave driver is either not installed correctly or the computer needs to be rebooted to update its configuration.

Exit the Cisco Unity software, then restart the server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server."

Step 8 Click OK to close the AV-Cisco Service Provider dialog box. The following message appears:

This computer needs to be rebooted to update the wave driver.

Step 9 Click OK.

Step 10 Click Close to close the Phone and Modem Options dialog box.

Step 11 Close Control Panel.

Step 12 Exit the Cisco Unity software, then restart the server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server."

Configuring Cisco Unity for the Integration

After ensuring that the Cisco Unity server is ready for the integration, perform the following procedures to confirm that the integration is enabled and to enter the port settings.

To confirm that the integration is enabled

Step 1 On the Cisco Unity server, go to the Cisco Unity Administrator by doing one of the following:

•In Internet Explorer, go to http://<server name>/web/sa.

•Double-click the desktop shortcut to the Cisco Unity Administrator.

Step 2 Go to System > Licensing > Licensed Features.

Step 3 In the Integration field, confirm that the setting is TAPI for a single phone system integration or Multiple Integrations for a dual phone system integration.

Step 4 If the setting is not TAPI or Multiple Integrations, contact your sales representative for the necessary system key.

Step 5 Go to System > IP Switch. Confirm that the settings match those in the following table. If the settings are incorrect, integration features may not be enabled.

Table 1-6 Switch Settings

Switch Parameter

Required Setting

Manufacturer

Cisco

Model

CallManager

Switch PBX Software Version

3.01 or later

Integration

TAPI

Step 6 Click the Save icon.

Step 7 Close the Cisco Unity Administrator.

Step 8 For the phone system settings to take effect, exit the Cisco Unity software, then restart the server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server."

To enter port settings

Step 1 In the Cisco Unity Administrator, go to System > Ports.

Step 2 Select a port in the table.

Step 3 Indicate the settings for the port.

For the voice messaging ports assigned to a given Cisco CallManager cluster, use the first voice messaging ports for incoming calls and the last ports to dial out. This helps minimize the possibility of a collision, in which an incoming call arrives on a port at the same time that Cisco Unity takes the port off-hook to dial out. Set the ports assigned to each Cisco CallManager cluster in this manner.

If the Cisco Unity server is connected to multiple clusters of Cisco CallManager, dedicate one voice messaging port to each cluster and set the port to Dial Out MWI. Do not include these dedicated MWI voice messaging ports in the Cisco Call Manager hunt group for incoming calls but include the ports in a hunt group for sending MWIs to all clusters. For details, see the "To set up MWI ports for multiple clusters of Cisco CallManager" section.

Step 1 From Phone 2, enter the access code necessary to get an outside line, then enter the number outside callers use to dial directly to Cisco Unity.

Step 2 On the Status Monitor, note the port that handles this call.

Step 3 When you hear the opening greeting, enter the extension for Phone 1. Hearing the opening greeting means that the port is configured correctly.

Step 4 Confirm that Phone 1 rings and that you hear a ringback tone on Phone 2. Hearing a ringback tone means that Cisco Unity released the call and transferred it to Phone 1.

Step 5 Do not answer Phone 1, and confirm that the state of the port handling the call changes to "Idle." This state means that release transfer succeeds.

Step 6 Confirm that, after the number of rings that the phone system is set to wait, the call is forwarded to Cisco Unity and that you hear the greeting for Example Subscriber. Hearing the greeting means that the phone system forwarded the unanswered call and the call-forward information to Cisco Unity, which correctly interpreted the information.

Step 7 On the Status Monitor, note the port that handles this call.

Step 8 Leave a message for Example Subscriber and hang up Phone 2.

Step 9 On the Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.

Step 10 Confirm that the MWI on Phone 1 is activated. The activated MWI means that the phone system and Cisco Unity are successfully integrated for turning on MWIs.

To test an internal call with release transfer

Step 1 From Phone 1, enter the internal pilot number for Cisco Unity.

Step 2 When asked for your password, enter 12345. Hearing the request for your password means that the phone system sent the necessary call information to Cisco Unity, which correctly interpreted the information.

Step 3 Confirm that you hear the recorded voice name for Example Subscriber. Hearing the voice name means that Cisco Unity correctly identified the subscriber by the extension.

If Example Subscriber is not displayed, click the Find icon (the magnifying glass) in the title bar, then click Find, and select Example Subscriber in the list that appears.

For more information on transfer settings, refer to the "Subscriber Template Call Transfer Settings" section in the Help for the Cisco Unity Administrator.

Step 2 Under Transfer Type, click Supervise Transfer.

Step 3 Set the Rings to Wait For field to 3.

Step 4 Click the Save icon.

To test supervised transfer

Step 1 From Phone 2, enter the access code necessary to get an outside line, then enter the number outside callers use to dial directly to Cisco Unity.

Step 2 On the Status Monitor, note the port that handles this call.

Step 3 When you hear the opening greeting, enter the extension for Phone 1. Hearing the opening greeting means that the port is configured correctly.

Step 4 Confirm that Phone 1 rings and that you do not hear a ringback tone on Phone 2. Instead, you should hear the indication your phone system uses to mean that the call is on hold (for example, music or beeps).

Step 5 Do not answer Phone 1, and confirm that the state of the port handling the call remains "Busy." This state and hearing an indication that you are on hold mean that Cisco Unity is supervising the transfer.

Step 6 Confirm that, after three rings, you hear the greeting for Example Subscriber. Hearing the greeting means that Cisco Unity successfully recalled the supervised-transfer call.

Step 7 During the greeting, hang up Phone 2.

Step 8 On the Status Monitor, confirm that the state of the port handling the call changes to "Idle." This state means that the port was successfully released when the call ended.

Switching Call Processing from a Failover Cisco CallManager Server to the Primary Server

If the primary Cisco CallManager server fails and a failover server starts processing calls, Cisco Unity automatically starts sending calls to the failover server. When the problem with the primary Cisco CallManager server has been resolved, Cisco Unity automatically resumes sending calls to that server.

If the primary Cisco CallManager server is not set up for automatic reconnect, and you are ready for that server to start processing calls again, perform the following procedure.

To switch call processing from a failover Cisco CallManager server to the primary Cisco CallManager server

Caution Do not perform this operation during regular business hours. When you switch from the failover Cisco CallManager to the primary Cisco CallManager, all current calls are immediately disconnected.

Step 1 On the Cisco Unity server, log on to Windows as an administrator.

The IP addresses of backup Cisco CallManager servers, if any. Backup Cisco CallManager servers must be in the same cluster as the primary Cisco CallManager server.

CallManager Device List

A display-only list of the names of the Voice Mail ports that Cisco Unity looks for on the current Cisco CallManager server. This list is constructed by appending numbers starting with 1 to the setting of device name prefix.

The names in this list must exactly match the names of the Voice Mail ports in Cisco CallManager Administration. Otherwise, calls will not be correctly transferred to Cisco Unity.

Step 8 Click OK to close the AV-Cisco Service Provider Settings dialog box.

Step 9 In the AV-Cisco Service Provider dialog box, click Test. The settings you specified in Step 7 are checked against the current settings in Cisco CallManager Administration.

If the test succeeds, a message box displays the message, "The test completed successfully." If the test fails, one of the error messages shown in the following table appears. Troubleshoot the problem as described in the "Comments" column, and repeat this step until the test succeeds. Then continue with Step 10.

Table 1-8 Error Messages from the AV-Cisco Service Provider Test

Error Message

Comments

Pinging CallManager server (<IP address>) failed. Make sure the IP address is valid, the server is running, and the network connection is working.

No computers on the network have the IP address that you specified in Primary CallManager IP Address. Confirm that this address is valid. If the value is correct, or if the problem persists after you change the value, troubleshoot the problem as you would a network connectivity problem.

The voice device named <device name> does not respond to registration requests. Ensure that the device has been created in the CallManager database and that the device name prefix is correct.

Confirm that the values in CallManager Device List match the names of the Voice Mail ports that you created in Cisco CallManager Administrator (see the "To add Voice Mail ports to Cisco CallManager" section). If not, change the setting in Device Name Prefix or the names of the Voice Mail ports, as necessary.

Could not connect to the CallManager. Verify that all Cisco services are started on the CallManager server.

The IP address that you specified in Primary CallManager IP Address is a valid address, but Cisco CallManager services are not running on that computer, possibly because Cisco CallManager is not installed on the server with that IP address. Confirm that this address is correct and that the Cisco CallManager services are running.

No wave devices were found on the system. The wave driver is either not installed correctly or the computer needs to be rebooted to update its configuration.

Exit the Cisco Unity software, then restart the server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server."

Step 10 Click OK to close the AV-Cisco Service Provider dialog box. The following message appears:

This computer needs to be rebooted to update the wave driver.

Step 11 Click OK.

Step 12 Click Close to close the Phone and Modem Options dialog box.

Step 13 Close Control Panel.

Step 14 Exit the Cisco Unity software, then restart the server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server."

Changing the Number of Voice Mail Ports

To change the number of Voice Mail ports after you have finished installing and setting up Cisco CallManager, perform the following procedures.

To change the number of Voice Mail ports in Cisco CallManager Administration

Step 1 On the Cisco CallManager server, use the Cisco Voice Mail Port Wizard to add or remove Voice Mail ports, as appropriate.

Step 30 click Yes to restart. (The Dialogic-triggered restart may not restart the session; in this case, manually restart the Cisco Unity server. For more information, see Appendix A, "Exiting and Starting the Cisco Unity Software and Server.")

Step 31 After the system restarts, log on.

Step 32 In the Windows Explorer, browse to the directory where Cisco Unity is installed (the default directory is C:\CommServer), and delete the Dialogic directory.

Troubleshooting the Cisco CallManager Integration

This section provides information about common integration problems.

Unity Does Not Answer When the Extension for Unity Is Dialed

If you hear a fast busy or number unobtainable signal when you dial Unity, perform the following procedure.

To confirm that phone system programming is complete

Step 1 Review the phone system programming to confirm that it is complete. Specific actions to take are: